Basic guidance

Prepare your support request

The information that helps the team understand what is happening.

Controls depend on your equipment and the app you use. If an option does not match, stop and contact support before changing settings.

What you can do

Describe what you were trying to do and what happened. Mention when it started and whether one or several cameras are affected.
Have the app name and equipment model ready, only if you already know them. Do not climb or dismantle anything to find a label.
If sharing a screenshot, hide passwords, QR codes, access codes and any private images that are not needed to explain the issue.
Use the TVIGILO phone number, WhatsApp or email below to request help. Explain which basic checks you have already tried.

Refer to these steps as you check your system. If something does not match your equipment or you need help to continue, contact support.